Embracing a Customer Service Mindset: A Fresh Examination of Services for Distance Learners

Autor/in	Steiner, Heidi
Titel	Embracing a Customer Service Mindset: A Fresh Examination of Services for Distance Learners
Quelle	In: Journal of Library & Information Services In Distance Learning, 7 (2013) 1-2, S.156-168 (13 Seiten) PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	1533-290X
DOI	10.1080/1533290X.2012.705619
Schlagwörter	Distance Education; Library Services; Internet; User Needs (Information); Academic Libraries; Higher Education; Delivery Systems; Educational Technology; Computer Uses in Education; Self Evaluation (Individuals); Computer Mediated Communication; Librarians; Business; Best Practices + Suchen Sie Ihr Suchwort? Distance study; Distance learning; Fernunterricht; Bibliotheksarbeit; Benutzerbedürfnis; College; Colleges; University; Universities; Libary; Libraries; Hochschule; Fachhochschule; Universität; Bibliothek; Hochschulbibliothek; Hochschulbildung; Hochschulsystem; Hochschulwesen; Auslieferung; Unterrichtsmedien; Computernutzung; Computerkonferenz; Librarian; Bibliothekar; Bibliothekarin; Business studies; Wirtschaft; Betriebswirtschaft
Abstract	Library literature and blogs frequently discuss customer service and user experience in physical libraries and Web sites, but little is said about this mentality toward services for distance learners specifically. This paper takes customer service best practices from well-known thinkers of the business world and makes connections to services for distance populations. A literature review establishes the current state of discussion in libraries regarding customer service and a directed self-reflection of the reader's own customer service approach sheds light on personal current practices. The paper presents a number of thought-provoking business ideologies and concrete applications in services for distance learners such as reference, Web presence, and interlibrary loan, ultimately showing the value of venturing out of library literature to gain a fresh perspective, evaluate, and improve interactions distance learners have with the library. (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2017/4/10